Senior Technical Support Analyst
Job Duties: Work as part of the global support team supporting the financial market data business by providing technical assistance and support to clients globally to deliver high-quality data to service and grow the market data business. Partner with internal technology specialists to onboard new datasets and provide advanced data streaming metrics to enhance the investment process, portfolio construction, and risk management. Identifying, researching, and resolving complex technical data issues that enhance business decision making capabilities. Provide technical support to all incoming queries and resolve all data issues M-F from 9AM to 6PM. Evaluate all incoming queries and escalate to the relevant teams. Manage and triage of all issues via customer relationship management system, Salesforce Service Cloud, including but not limited to ensuring Service Level Agreements are satisfied. Extract and analyze exchange market data for a variety of financial assets to identify data content is in line with exchange specifications and provide solutions to enhance the workflow for data delivery cycles, and drive value to the services by suggesting optimal solutions. Support key customers, schedule and participate in regular client service reviews, via phone. Assist internal teams with queries relating to market data delivery and products, providing additional training where necessary. Enhance data quality by using data science methods and tools to evaluate historical market prices in conjunction with fundamental knowledge of financial corporate actions. Document all actions in CRM system and create escalations to counterparties in JIRA to track and manage priority for customer aspects. Provide regular follow‐up to clients on all outstanding queries. Extract network throughput to gauge the requirement for onboarding new datasets for customers. Actively contribute to process improvement project work. Monitor data connectivity between servers via various network protocols to ensure successful data delivery from the globe wide exchanges to clients. Attend meetings over the phone and in person with Clients.
Job Requirements: Must possess Bachelor’s degree in Finance, IT, or related field and 3 years of data and technical experience. Must also possess
(i)1 year of technical and troubleshooting experience with different network protocols such as HTTP, Multicast or TCP/IP;
(ii) 2 years of experience with real‐time tick data to ensure data content reliably complies with stock exchange feed specifications across global exchanges including any EMEA, N. American, and Asia markets;
(iii) 2 years of experience with [client services in Fintech area to assist financial institutions with implementing systematic logics to handle different market behavior for variety of asset classes: equities, fixed income and derivatives].